Please note that, when unlocking Tapplock lite, do not pull or put any tension on the shackle until you receive the green LED and the shackle *pops* up, or it can get stuck in the locked position. You can find the tutorial video in the Setting menu of the Tapplock App demonstrating the correct way of unlocking.
Hold the lock with one hand and hit it against your other hand. Use fingerprint mode to unlock and pull on the shackle as the LED turns green.
If you are still having issues getting your Tapplock lite to open, please submit a support request.